Asking For and Giving Opinions

Topic: Asking For and Giving Opinions

 

Point 1: The way to give good service to customers

Customers: Hello, Good Morning

Reyhan: Good Morning, can I help you?

Customers: Yeah, my name is Luna. Can I speak to the owner of stastore.com?

Reyhan: Yes, I’m. anything I can do for you mrs?

Customers: I want to complain about the shoes, I ordered from this online shopping site last week.

Reyhan: Okay, mrs. What happened?

Customers: I’m afraid there is a slight problem with their size. I had ordered size 38 for those shoes, but you sent me size 39. I need to get the size I have ordered before.

Reyhan: Okay mrs, would you mind returning the shoes to address and once it arrives here, I will send you the shoes you have ordered. I’m sorry, we promise never to make the same mistake again

Customers: Not at all. I will send the shoes this afternoon

Reyhan: Okay mrs. Once again I’m really sorry, we’ll not do the same mistake again.

Customers: Okay no problem. See you

Point 2: Some other alternatives of service for customer satisfaction

C: Customer

S: Staff

C: Good afternoon, ms. I want to ask you something, if the customers don't have the application. Do you have an alternative way to customers buy your products?

S: good afternoon ms. of course i have. The alternative way to customers, they can shopping directly at sta store which is they can choose directly the product that they want.

C: it's good. Anyway, could you explain to me about alternatives of service you give for customers?

S: with my pleasure. The alternative of service for customers is held a shoes exhibition which is there are introducing the new sta store products and to give best service for customers because there are also attended sta's designers. So the customers could give their aspirations for the next products. Customers also get vouchers that they can use to shopping at sta store. That vouchers to make customers interested come to the exhibition every month.

C: I am very satisfied for your services. But i have opinion to sta store. I think sta store better to expand business by opening new stores in many regions. so that is easier for customers who prefer to shop directly.

S: thank you so much for your advice. I have to discuss about that. 

C: you're welcome ms. I am happy to it.

 

Point 3: Evaluating and comparing the alternatives

Customer : Hello, Good Morning

Staff         : Good Morning, there’s sta store, can I help you?

Customer : Yeah, my name is Meira. Can I speak to the owner of stastore.com?

Staff         : Yes, I’m. anything I can do for you mrs?

Customer : I want to complain about the shoes, I ordered from this online shopping site last week.

Staff         : Okey, mrs. What happened?

Customer : I’m afraid there is a slight problem with their size. I had ordered size 38 for those shoes, but you sent me size 39. I need to get the size I have ordered before.

Staff         : Okey mrs, would you mind returning the shoes to address and once it arrives here, I will send you the shoes you have ordered. I’m sorry, we promise never to make the same mistake again.

Customer : I will send the shoes this afternoon

Staff         : I forgot we held an exhibition every month in several major cities for this month which will be held in 3 days. Sorry, who are you from?

Customer : I’m from Surabaya

Staff         : Wow, what a coincidence. Surabaya is the city we will visit later. If you don't mind, you can come there to exchange your shoes while looking at our other new products.

Customer : Oh okay i will come there. Where is the exhibition held?

Staff         : You can see the address on our website. There you not only can see our new products, but you can also provide input for the next product because there we present a shoe designer from stastore you can chat with him. Not only that, we also provide many attractive vouchers there.

Customer : Wow.. very interesting, I will definitely come there.

Staff       : Okay mrs. We will wait for your arrival there. Hopefully with this exhibition we can be closer to our customers. Because happiness and customer satisfaction are the main keys for us.

Customer : Thank you for the best service.

Staff         : Your welcome mrs. Once again I’m really sorry for what happen.

Customer : Okey no problem. See you

 

 

Point 4: The way to respond to customer’s complaint

Customers complaints it’s for a good reason or genuine concern. They usually have made a purchase our product and it’s not like what they expected. It not just about the product, but also the service. In this industry, we can’t avoid complaints from customer. We should listening to the complaint, resolving it to ensure a happy customer. What customer want is to know someone is listening about the complaints and hoping we will take care of the problem to their satisfaction. Whean a customer complaintwe should stay calm, listen to their complaints, acknowledge the problem, get the detail by asking the customer, and offering a solution. The last one and the important part is to call the customer a few days later to make sure everything is ok. A quick follow up is really important because if some of the customer is unhappy even if is not about a half it will catch your attention. Those customer will tell everyone about their bad experience. So, its really important that we recognize complaints as opportunities. When we successfully resolving complaints from customers, we will understand their need, retain them as loyal customers and enhance the business. 

Point 5: Best strategy to satisfy customers

A :     Many times, companies worry about acquiring new customers but they forget about all the benefits from keeping the current customers happy. Therefore, to increase sales, customers retention tactics are a must. Provide great customer care, it might sounds obvious but it is not so easy. In fact 78% of customers have bailed on a transaction or not made an intended purchase because of a poor service experience. People like attention, so if the customer feels special and taken care of, he is very likely to return to the store next time he needs something. How about you Mr. B ?

B :  Yes, I think so. The satisfied customers is more important than anything. Customers like comfort and accessibility. So, our brand has to continually find innovative ways to make our products and services available and accessible to customers on the go.

C :  Yes, we can develop customer service communities. The most advanced companies are using (customers service) communities to generate product ideas and test new product.

A :     I think we need to start with our customers, not our products and focus on what our customers want to do.

B :    Ya, I think by designing our company from the customer’s perspective and our organization will be focused on the cutomers needs.

C :    What are the customer needs? I think the good quality of product is the first point, which is very influential on customer satisfaction from the product and service you have offer. Try to give a positive value of our products or our services we have offer so it will give a strong competitiveness and not less good with the other product in the market.

B :     That’s great. But price has an important role in an aeffort to attreact the attention of consumers. Beside the quality of product or service, the consumer will also always consider the other factor that is price of the product. Therefore, it is important to us adjust the price of our product or service to the target market of we have set.

A :     Yes, I am agree with you. Therefore, one of strategy of customer satisfaction is to provide special offers that seemed to be able to give them a big advantage, for example , it’s like giving a discount on the specific days or giving a bonus especially to customers who do the transaction with the minimum purchase.

C :     I hope this strategy can increase the satisfy of our customers.

Point 6: Develop the conversation

A : In today's era there are many competitors who sell shoes with various models at a cheap price.
B : Yes you are right. For that, as a seller, we must innovate so that the products we sell are selling well in the market.
A : That's right. In your opinion, what innovation should we make?
B : I think we have to sell various types of shoes for women, like flat shoes, heels, sandals and anymore, because all this time we only sell types of shoes for men.
A : That's right, because women are crazy about shopping. If we offer a funny and unique product, they will definitely buy it without thinking.
B : Yeah... Therefore we must work together with women's shoes craftsmen to produce unique and inexpensive shoes, of course.
A : I agree with you, how about two more weeks we go to Surabaya to meet women shoes craftsmen to discuss this?
B : Okay, I will mark the day.
A : Okayy.

Point 7: Develop the conversation

Buyer : Hello, Morning

Seller : Good Morning, Is there anything I can help??

Buyer :Yes. I am interested in the products that you sell, I want to ask what services are provided?

Seller : We provide ordering services through our official website, which will guarantee the safety and quality of the products that we sell. Product sent to consumers through a trusted shipping service that has cooperated with us.

Buyer : other than that, is there anything else?

Seller : Another alternative that we provide is that if there is damage, the customer can report to us and we will process it. So that the products can be sent back, we uphold the satisfaction of our customers

Buyer : how do customers contact you?

Seller : buyers can contact us via the contact person customer service available on our website

Buyer : What strategies are used in selling your products?

Seller : our strategy, we provide prices according to the quality of the items we sell. The items we sell are high quality goods that can satisfy consumers.

Buyer : thank you, i will see the product first. Noon

Seller : please, Your welcome. good afternoon